Step Out of (and Step Up) Your Job Description

Today’s customer service tip is pretty straightforward.  Do what needs to be done, even if it’s not part of your job description.

Imagine you’re doing an interview for a job you really care about.

• Would you be on time?
• What would you wear? 
• Would you smile and be pleasant? 
• Would you make eye contact or stare down at the table? 
• Would you call in and reschedule at the last minute?

And last, if the interviewer gave you a scenario where you had to help a customer (and the business) by doing something that’s outside your job description, how would you answer?

Would you say No, I wouldn’t do that because it’s not my responsibility?

Or would you say, Sure, I’d absolutely do my very best to resolve that issue even if it’s not part of my job?

For this interview, you’d dress sharp, smile, and make eye contact.  You’d arrive early and not even consider rescheduling.

You’d tell the interviewer that you’d step outside your job description without hesitation to help a customer and make the company look good.

If you didn’t do all these things, you wouldn’t get hired.

Well, guess what?  The interview isn’t over.

You and your staff need to maintain this approach every day.  Everyone’s job description is to do what’s needed at the time it must be done.  Step in and step up.

We’ve all been places where this doesn’t occur.  The customer rep starts slinging excuses about how your problem isn’t their responsibility.

Have you ever been satisfied with that answer?  No.  Because you don’t care what they think their responsibility is.  You expect them to act, even if all they can do is get the right person engaged.

Show up for work every day like you were interviewing for a job you really want to land.  But in this case, don’t just say you’ll do what needs to be done, even if it’s outside your job description.

You’ll do it.